What are the responsibilities and job description for the Director, Service Excellence position at Evolent?
Your Future Evolves Here
Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.
Evolent employees enjoy work / life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.
Join Evolent for the mission. Stay for the culture.
What You’ll Be Doing :
Director, Service Excellence
Evolent is looking to hire a Director of Service Excellence. This individual will serve on a central team within the customer organization focused on ensuring that we deliver best-in-class service to our customers. The director will be a key connection point into cross-functional teams, representing the customer team on key issues and initiatives representing multiple partners.
Who You’ll Be Working With :
The person in this role will be responsible for managing incident response, ensuring that we are addressing issues in a timely manner, monitoring outbound documents to facilitate clear and consistent messaging around our value and performance, leveraging internal SME’s to educate customer-facing teams on key initiatives that drive value, and ensuring that we are providing transparent and proactive communication to our customers.
What You’ll Be Doing :
Manage voice of customer insight gathering through survey administration and customer specific primary research
Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.)
Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution
Coordinate customer communication (payer and provider) on key initiatives, projects, or issues / incidents that impact service delivery
Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning
Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org
Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner
The Experience You’ll Need (Required) :
5 years of experience in account management or client services role in digital health, healthcare, payer
Previous experience managing a team of direct reports
Strong track record of high client satisfaction, growth and retention
Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
Strong analytical skills; ability to understand data and present information accordingly
Experience working in a cross-functional capacity
Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams
Technical Requirements :
We require that all employees have the following technical capability at their home : High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.
The expected base salary / wage range for this position is $120,000-125,000. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.
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Salary : $120,000 - $125,000
